Something is wrong

Start from the symptom, not the cause. Find the line that matches what you can see or hear, open the one page it names, and change one thing at a time.

It Does Not Answer Me

These are the common ones, most common first.

Tip

Check this first, on the phone. Open Settings → What’s running. It shows seven things in one list — your hub, Microphone, Wake word, Speech recognition, Voice, Notification, Background battery — and says which one is not ready. Most of the entries below are faster to confirm there than to diagnose by ear.

Nothing happens when I say the wake word

Cause. The microphone isn’t allowed, the wake word model didn’t load, or the phrase isn’t reaching the detector clearly.

Fix. Open Settings → What’s running. If Microphone says Not allowed, tap it. If Wake word says Not loaded, close the app fully and open it again. If both are ready, lower How sure it must be — lower wakes more easily and hears its name from further away.

Verify. Say “Hey Jarvis” from about a metre away. The screen shows it’s listening, and it beeps if Beep when it wakes is on.

It wakes up, then says nothing

Cause. The hub isn’t admitting this connection yet, or isn’t answering.

Fix. If you created the connection in the last two minutes, wait — a new connection takes about ninety seconds to reach the hub, and during that window the device is paired and the hub still refuses it. After that, open Settings → What’s running and read Your hub: Not answering is a hub problem, Not paired yet is a setup problem. For a hub that isn’t answering, check Topology; for one that refuses a paired device, check Access rules.

Verify. Ask “Hey Jarvis, what time is it?” — a question no configuration can break.

It answers, but in the wrong language

Cause. The language follows the hub’s runtime setting and the client’s own setting, and those two can disagree.

Fix. Set the language on the client first — Settings → Language in the app. If the answer is still wrong, the hub is answering in its own language: open Runtime.

Verify. Ask the same question twice and hear the same language both times.

It wakes up when nobody spoke to it

Cause. The wake word threshold is low enough that speech from a television or another conversation crosses it.

Fix. Raise How sure it must be in Settings. Higher ignores the television at the cost of needing a clearer “Hey Jarvis”.

Verify. Leave it in the room with the television for ten minutes and count the wakes.

It hears me but answers something unrelated

Cause. The sentence matched a different skill’s phrasing, or the skill you expected isn’t installed on this hub.

Fix. Ask “What can I say?” — that page shows everything this hub understands and the phrases that reach each skill. If the skill you wanted isn’t listed, it isn’t installed.

Verify. Use a phrase from that list word for word, then vary it.

I have to repeat myself in a noisy room

Cause. Distance and background noise, not a setting.

Fix. Within about two metres, speak at a normal volume, and pause briefly after “Hey Jarvis” before the question. Lowering How sure it must be helps at distance and costs you false wakes.

Something in the Workspace Looks Wrong

What you see	Open	Check first
Button is locked or says upgrade required	Billing	Which allowance is full. The Free plan allows one connection and one API token.
Client is offline, missing, or not connected	Connections	Active state, hub, setup link, and last update.
Topology is stale, empty, or missing a client	Topology	Filters, connected state, and client health.
Permission denied, or a client has too much access	Access rules	Allowed actions, blocked actions, and purpose.
Setup link expired	Connect a Client	Create a fresh one-time setup link.
Connection file is missing or exposed	Connections	Re-download, pause, lock, or recreate the client.
Wrong language, location, or voice	Runtime	Skill set and runtime config.
Skill, runtime, or hub update available	Manage Updates	Update owner and target.
Cannot create a hub or add another item	Known Limits	Current limits.
Account or security blocked you	Profile and Security	Two-step sign-in and active browser.

Something in Your Own Code Looks Wrong

What you see	Open	Check first
SDK or MCP fails while authenticating	SDK Compatibility	Installed version, transport support, and the selected identity.
Client reports a changed hub identity	Identity Files	Confirm the change through support; do not delete the SDK’s saved keys to bypass the error.
Separate apps using the same connection interrupt each other	Connect a Client	Give independently running clients separate connection identities.
The hub refused ovos.intent.list, or an intent list has names but no sentences	What Can I Ask?	The connection’s message types, and the hub’s live state.

Several Things Are Down at Once

Check status.thalovant.com before changing anything. If an incident is open, your setup isn’t the problem and changing it will only make the next check harder to read.

Still Stuck?

Collect these first — a request with them usually gets one useful reply instead of three clarifying ones:

• what you said or clicked, word for word;
• what happened instead, including the exact message on screen;
• the hub name and the connection name;
• when it last worked;
• for the phone app, a photo or screenshot of Settings → What’s running.

Get support